Agentic AI in CX: How Enterprise Leaders Are Reimagining Customer Journeys, Service, and Growth

CX is moving beyond digital channels, chatbots, and basic automation. Today's customers expect faster resolution, greater relevance, proactive support, and seamless experiences across every touchpoint. For enterprises, the challenge is to improve experience while also driving efficiency, loyalty, retention, and revenue impact.

CX is moving beyond digital channels, chatbots, and basic automation. Today's customers expect faster resolution, greater relevance, proactive support, and seamless experiences across every touchpoint. For enterprises, the challenge is to improve experience while also driving efficiency, loyalty, retention, and revenue impact.

Agentic AI is redefining what is possible. It can understand intent, take action, connect workflows, support human teams, and improve interactions in real time. This shifts AI from a service tool to a strategic layer in customer journey design, support transformation, and business growth.

This session brings together enterprise CX leaders to explore how agentic AI can redesign customer journeys, improve service outcomes, personalise engagement, and create measurable CX impact.

This insight-led session covers:

• What agentic AI actually means for customer experience, and how to gauge organisational maturity
• Where today's CX automation hits its ceiling, and which agentic use cases matter most
• How to prove agentic CX impact to the CEO, CFO, and the Board
• Frameworks and best practices leaders can apply today, not theories
• How to balance automation with trust, empathy, and human oversight

SPEAKERS

• Moneka Khurana — Managing Director, India, MMA (Moderator)
• Elizabeth B. Closmore — Co-Founder & President, Commotion (Tata Communications)
• Sujay Ray — Head of CX, CRM, Consumer Care & Data, L'Oréal
• Shalini Kumar — Head of Customer Experience, Kenvue
• Raj Nair — Head of Customer Experience, Piramal Finance